• Oversee vendor performance and operational quality for Serve Robotics’ remote operations program. • Manage vendor relationships, improving safety and operational processes. • Ensure high-quality remote support for Serve’s autonomous delivery fleet. • Collaborate with engineering, product, QA, and operations teams to drive operational excellence and continuous improvement. • Serve as the primary operational point of contact for third-party remote operations vendors. • Monitor operational KPIs and drive corrective actions with vendor partners. • Oversee the remote safety incident process including root cause analysis and resolution tracking. • Manage and support the Vendor Support team, providing guidance and performance management. • Own recurring performance reporting for remote operations using data tools. • Analyze operational data to identify patterns in incidents and performance. • Design and maintain standard operating procedures related to operator performance and safety. • Partner with cross-functional teams to implement improvements to tools and workflows.